Customer Care Associate

Job Title: Customer Care Associate 

Location: Remote Working with ad hoc in-person meetings at Head Office when necessary 

Brand: Leaders Romans Group 

Salary: Competitive Salary Package 

Hours: Monday to Friday 8:30pm to 5pm 

About Leaders Romans Group: 

LRG are an award-winning national property company, who are going through exciting periods of growth and offer tailored training and development programmes at all levels. With over 200 branches across England and Wales we have a reputation for perfection and delivering an outstanding customer experience. Investment in people is built into our culture, and there are opportunities for driven individuals to achieve their career aspirations within the company. 

Job Summary and key responsibilities 

Sales and Lettings Full Time Remote Working with quarterly visits to Head Office for team meetings Objective Reporting to the Customer Care Manager you will provide full administrative and technical support to the Quality and Customer Care department in accordance with the specific tasks 

Key Responsibilities: 

• Providing administrative support to the Customer Care Manager and Head of Quality and Customer Care.
• Recording complaints received into the Group, assisting with the acknowledgements, and ensuring complaints meet LRG’s Service Level Agreements.
• Carrying out investigations and collating data for sales and lettings for Stage Two/Three complaints.
• Holding video meetings with senior staff to give guidance for Stage One complaints and seeking further guidance for Stage Two/Stage Thee complaints – sales and lettings
• Speaking directly with complainants within sales and lettings with the aim to bring the matter to a resolution.
• Drafting responses for sales and lettings for Stage Two/Three complaints.
• Assisting with the management of social media reviews and messages.
• Providing assistance with the management and administration of Reputation.com.
• Ensuring a working knowledge of Leaders and Romans sales and lettings systems and procedures and the variations in the business.
• Keeping abreast of changes in industry legislation. These duties may be reasonably amended from time to time at the discretion of the company.

What are we looking for: 

• Very strong background knowledge and extensive experience within the sales industry
• Knowledge of lettings would be beneficial
• Excellent attention to detail
• Clear communication and excellent letter writing skills
• Confident problem-solving skills
• Desire to work collboraratively and as part of a team
• Experience of using all Microsoft office programs

What we can offer you: 

• Proven track record for career growth and advancement within the company
• Market leading training and ongoing professional development
• Access to a diverse portfolio of properties
• Supportive and collaborative team environment

Benefits: 

• Competitive Salary Package
• Quarterly and yearly awards including trips abroad
• Salary sacrifice pension scheme
• Generous Holiday allowance, increasing by 1 day per year based on service up to an additional 5 days holiday per year

Leaders Romans Group are an equal opportunities employer and encourage candidates of all backgrounds to apply. We look forward to welcoming a dedicated individual to our team who shares our commitment to excellence in the Real Estate Industry. 

Leader Romans Group does not engage the services of Recruitment agencies for the purpose of hiring. All job openings are managed directly by our Internal Recruitment team. We do not accept unsolicited CVs or candidate referral from Recruitment agencies, and any such submissions will not be considered. 

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